Job Summary:
Serve as Frontline Customer Helpdesk support and always provide quality service. Ensure that inquiries from customer, Vertiv Partners, Vertiv Sales Representatives, Inside Sales Representatives via the dedicated 800 line and support mailbox are responded with the set time frame.
Responsibilities:
OKR 1: Functional Expertise
Definition: The core duty of the individual that demonstrates and effectively applies depth and breadth of knowledge and skill in a technical or functional area in observable and measurable terms.
- Review Project Registration tickets received via Impartner PRM
- Verify if the end user address is valid. Reach out to Partners of address verification, if needed
- Search for possible duplicate registrations on Oracles Sales Cloud, Impartner and PowerBI (for EXM projects)
- Reach out to Inside Sales Representative (ISR) Local Vertiv Office (LVO), Regional Sales Manager (RSM) and National Account Manager (NAM) and Directors for escalation of duplicate registration
- Collect appropriate documentation to support project registration
- Map the approved registration from Impartner to Oracle Sales Cloud
OKR 2: Customer Commitment
Definition: Value-adding activities to provide insightful interface, improved relationships and committed partnership with and for the customers. Successful delivery of this KRA is determined from the perspective of the customer in relation to business results.
- Maintain a balance between corporate policy/procedures and the customer's needs. This includes providing an exceptional level of customer service to all internal and external customers
- Adhere to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers
- Substantial customer and representative contact to verify order status and secure correct documentation
- Perform self-check on project registration reviews.
- Update Project Registration tracker before end of business day.
OKR 3: Internal Communication
Definition: Effective use of communication and information sharing using the appropriate channels/medium. Provides activities that allow exchange and relay of opinions and insights necessary in the conduct of business.
- Effectively communicate updates from emails, calls and meeting to the team.
- Assists the Partners, LVOs, regional Channel Managers and National Directors, as needed
- Respond to inquiries from LVOs, sales representatives and resellers
- Assists in any reporting activity or duly assigned task by immediate supervisor as needed, or in fulfillment of and in relation to essential functions
OKR 4: Team Support and Development
Definition: Individual contribution to further team effectiveness and development towards better efficiency, productivity, support quality and quality of work life.
- Act as back-up for other associate or next level with similar function for business continuity.
- Actively participates in team activities and initiatives.
- Fulfils other reasonable duties and projects as required.
Requirements:
- Bachelor’s Degree of any 4-year course
- 1-year experience in Customer Service is a plus
- Proficient on MS Outlook
- Knowledgeable on Microsoft Team and Microsoft Word, MS Excel and PowerPoint is a plus.
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